Archives: Resources

Create a WOW! Lending Experience

Lending success is critical to the future viability for many of our clients. Following is a recap from a presentation we delivered to an audience of lenders that lays out…

Create a “Joyous” Culture

Far too many employees think their job is just a job. How many of your employees feel that way? Just one employee with this attitude can have a corrosive impact…

Make Your Incentives Disappear!

Incentive programs may represent the most perplexing conundrum in our industry. What started out as well-intention has turned into highly destructive to many cultures. In many instances the intent was…

What Will Your Tombstone Say?

I know this is a pretty depressing topic but it’s an important consideration when assessing the current state of your credit union. Think today about what your community, members, and…

Find the Right Fit for Your People

Is it our systems that make us successful or is it our people? Could we replace our entire staff with new hires and still continue to succeed? When we meet with…

Voice of the Customer Journey Mapping White Paper

Journey mapping can be a valuable means of removing friction from the customer experience, personalizing sales and service delivery, and improving process efficiencies. This white paper examines the purpose and…

Passion and People: the Tack to Success

As our financial institution clients have been kicking off the new year and finalizing their goals and strategies for last year, I was reminded (and have reminded them) of the…